Dimensions of Quality

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Gain from the Power of Lean Six Sigma – MOOCBy Nilakantasrinivasan

Assignment Submission of : Terence Gerard Jeremiah

Service Selected : Cafeteria Services.

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Quality is defined as – Performance / Customers expectations. Hence it is very important to understand the expectations of your customer to ensure that we are providing Quality services.

Customers Expectations are as follows:•24/5 Cafeteria Services.•Weekend Operations•Options, Variety of food, Taste, Ambience, Seating, Steaming Hot Food.•Other Infrastructure & Amenities.•Branded Food.•Other F & B Services.•Cleanliness & Hygiene •Health & Safety•Value for Money & Value additions.•Entertainment & Related activities.

Dimensions of Quality

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Features

Performance

- Introduction of over 12 Vendors offering various services- Operating on 24/ 5 basis and on rotation basis during the

weekends.- Ensuring Sufficient Manpower for cleaning and

maintaining Hygiene across the cafeteria.- Sufficient Seating for over 5000 employees as a moving

crowd. - Dedicated Washing area, High tech Kitchen infrastructure,

Fire Safety Equipment and Training for staff.

- Micro oven, Spoon Sterilizers, Drinking water, Air-conditioning.- Different types of Pure Veg, healthy Food’s, Multiple cuisines such as Chinese, Momo's, Salads, Vending - Game Room – Snooker, TT, Chess and Carroms- ATM machine and shoe polishing machine. - Collaborative Space to carry out meetings and Vendor

exhibition counter.

ConformanceDimensions of Quality

Reliability

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- Ensuring the staff wear on hats, Glove and medical tests.- Kitchen, Washroom and Hand wash checklists as per standards.- Formation of Café committee to carry out surprise kitchen Inspections. Rates negotiated by VMO and café committee.-Monthly Food, Drinking water and Hand swaps tests carried out by a external vendor. -Man power trained to carry out cleaning on 24 hrs basis – eg:- Red plates for Non veg and Green for Vegetarian..

- Helpdesk Team available on 24/7 basis to monitor the operations of the cafeteria.-Cafeteria vendors are subjected to an agreement.-Penalties are levied for any default in services.-Monthly meetings are conducted with the café committee and feedback is collected to ensure that there are no deviations in services and SLA’s.-Daily reports are shared on the services.

Durability

Service

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Dimensions of Quality

- Agreements to ensure that vendors are bound to provided service.

- Preventive Maintenance activity to carried out to ensure that infrastructure is operational and does not impact operations.- Maintaining daily inventory of amenities such as spoons,

paper cups and game equipment to ensure there is no impact on services

- Carry out regular feedback from Employees to ensure that services are provided are meeting customer requirements.

- Café committee share feedback and the facilities team ensure that all action items are closed as per time lines.

- Sampling activity, rate negotiations are carried out before vendors are on boarded and expectations laid to ensure that services are not impacted.

- Monthly review meetings with cafeteria vendor on delta’s and improvements to ensure services are improved.

Experience

Aesthetics

Dimensions of Quality

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- Sunlight, Space, Air-conditioning, seating arrangements clean hand wash, toiletries are available to ensure a one stop shop for all requirements of employees.

- Amenities readily available at all times eg:- spoons etc.,- Sports and news channels, show casing of events on large

giant screens and promotional activities by external vendors- Branded Friday’s – Having vendors such as Pizza hut,

Dominos, Mumbai Kulfi and food festivals to ensure provide a different taste and variety.

- The look and feel of the cafeteria has been designed to ensure that employees have a refreshing and delightful experience.- The kitchen is towards the rear end of the the kiosks fitted

with the latest exhaust system.- Indoor Plants, related Signage's, color full danglers and

comfortable lighting with good air-conditioning system is available to add to the look and feel.

- LCD’s - Televisions, Projectors, Game Room, Exhibition counter, collaborative rooms provides wholesome experience.

Bon Apatite Thank You

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